FAQs prueba test title

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Call Centre number is +7 (809) 505-47-77. The price of this service is RUB 55 to 60.17 (excl. VAT) per minute including talking to the operator and time on hold. Price depends on the region and network operator..

For calls from other than Russia, please dial +7 (499) 215-23-00 (you will be charged at international call rates).

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You can book a ticket on your own at our official website https://ns-booking-test.newshore.es/en-US or contact our Call Centre, our authorised agents, or cash desks available at airports where we operate.

Call Centre number is +7 (809) 505-47-77. The price of this service is RUB 55 to 60.17 (excl. VAT) per minute. Price depends on the region and network operator.

For calls from other than Russia, please dial +7 (499) 215-23-00 (you will be charged at international call rates).

The Call Centre is functioning 24/7.

If you paid for the ticket(s) with a bank card, you will be automatically redirected to the confirmation page (it will appear on the screen) upon completion of the booking process, and a copy of the confirmation (itinerary receipt) will be sent to your e-mail. If you did not receive this e-mail, please check your e-mail filter settings and any folders that may contain filtered mail («spam»). The itinerary receipt will indicate passenger’s full name, series and number of the identification document, air carrier’s name and code, and number, date and time of the flight.

The itinerary receipt is normally delivered within minutes, although some delays may occur at peak time, e.g. during special offers.

We recommend you to create a personal account at Newshore website. This way you will be able to see all your booking details at a single location and manage your bookings from there (e.g. add luggage or insurance service). You can create your personal account here.

You may receive more than one copy of your itinerary receipt at the provided e-mail address. This occurs when you make changes to your booking. Use the most recent version. If you have not received your itinerary receipt or would like it to be re-sent, please contact our Call Centre or use User Account and Manage Booking sections at our website to see and manage all of your booking details.

You will receive a confirmation code (PNR) once the booking is successfully completed. It will be displayed on the confirmation page as well as in the itinerary receipt sent to your e-mail. The code consists of 6 characters (it may contain letters and/or numbers).

If you want to make a reservation for a group of passengers, please contact our specialists by e-mail at ns-booking-test.newshore.es.

During the booking process, seats are allocated automatically assuming the optimum passenger layout (for the purpose of aircraft balance).

If you wish to choose a particular seat, you can do this in the course of booking or add a seat afterwards. To do this, contact the Call Centre or make changes at the website using the User Account and Manage Booking services.

You can only make those changes to your booking which are allowed by the Rate Application Rules. Please note that such changes are charged extra fees as provided in the Fees for Extra Services section.

You can make changes to your booking by contacting the Call Centre or using the User Account and Manage Booking sections at the website.

You can add services to your booking by contacting the Call Centre or using the User Account and Manage Booking sections at the website, but this should be done at least 4 hours before departure. Or, you can choose and pay for extra services at the airport, but the rates in this case will be higher.

You can add the following services to your booking:

• extra luggage, whether for transportation in the cabin or in the baggage hold, and special luggage (pets, musical instruments or sports equipment);
• a particular seat in the aircraft;
• insurance for the period of flight.

In the event where Newshore makes any changes to your itinerary, we will contact you at the e-mail address and telephone number that were indicated during the booking process in order to discuss further actions. We may probably offer you an alternative itinerary.

Check your e-mail filter settings so that you won’t miss any messages from us. Please follow the updates posted at our website.

We regret to inform you that this is impossible. Please make a new booking for your travel partner.

Please contact our Call Centre for assistance.

You have to make corrections to avoid any problems at the airport. Please contact our Call Centre, and our specialists will make corrections. In this case charge for automated booking system services is applied according to fare policy (besides a payment for telephone call).

Ask for help in our call center, and our experts will be able to correct errors. Please note - we cannot change the whole name, we can only correct typos.

It is necessary to change the name in such cases; this can be done for free in case of providing a travel document and marriage certificate. Contact our call center.

You can use any of the following methods of payment for your booking.

1. Payment with bank card

   We accept Visa, Visa Electron, MasterCard, "MIR" and Maestro. Payment can be made during the booking process, at the Call Centre or on the Booking Payment page. To make payment, indicate your booking code and details of the payment card. If your bank supports the 3D-Secure procedure, such a procedure will be used.

2. Ticket office

   You can also purchase tickets (purchase new ones, not pay for a booking created via the website/mobile application!) at the ticket offices of the airport of departure. See their addresses and working hours on the Ticket Offices page. When paying, the agency fee in the amount set by the agency is charged.

You can make an extra payment with your bank card on the Booking Payment page, in the User Account and Manage Booking sections. You can also make an extra payment at the cash desk at the airport of departure or through self-service terminals, if you depart from Moscow (Vnukovo airport).

Your booking should be fully paid within the period indicated during the service booking process (if you booked services at the website), but in any case at least 4 hours before the scheduled time of departure.

There may be two main reasons why you did not receive the itinerary receipt: either the payment failed or the e-mail address indicated during the booking was incorrect. At peak time, e.g. at the time of special offers, the itinerary receipt may be sent with a delay.

You can contact our Call Centre for information on the status of your payment and check whether the e-mail address for information was indicated correctly.

We recommend you to create a user account at Newshore website. This way you will be able to see all your booking details at a single location and manage your bookings from there (e.g. add luggage or insurance service). You can create your user account here.

Make sure to use an unexpired bank card and check that there is enough money to pay. Make another attempt to pay. If the card was rejected again, use another card or a different payment method. If you want to know why the payment failed, send an enquiry at ns-booking-test.newshore.es.

Should this be the case, please first contact the issuing bank to resolve the problem. If the reason is not related to any additional bank charge or the exchange rate difference, please contact our Call Centre at your earliest convenience.

This could happen if you had made a number of reservations, and the booking cancelled was not the one that had been paid for. If it was the paid booking that was cancelled, it means that payment with your bank card failed. Money will be refunded to the bank card account within 3–5 business days. Once cancelled, a booking can not be enabled again. Try to create a new booking and pay for it with another bank card or using a different method. If you want to know why the payment was rejected, send an enquiry at ns-booking-test.newshore.es.

This could happen if the money was refunded to the bank card account under a different booking refund. If money was refunded under the paid booking, please check the status of payment and booking at the Call Centre or at ns-booking-test.newshore.es.

You can pay with a bank card on the Booking Payment page.

The air tickets of Newshore carrier are non-refundable, i.e. you can cancel your trip but the money will not be refunded except as otherwise provided by Rate Application Rules.

However, there may be a number of occasions where the cancellation is deemed to be forced. Should this be the case, your money will be refunded. A cancellation is deemed to be forced in the following cases:

• cancellation or delay of the flight indicated in the ticket;
• change of the itinerary by the air carrier;
• operation of flight other than according to the schedule;
• failed departure of passenger due to impossibility to allocate seat for the flight and date indicated in the ticket;
• failed passenger transportation caused by the passenger’s delay at the airport due to the duration of passenger examination, if the luggage examination or personal search did not reveal any substances or items forbidden for transportation;
• sudden disease of the passenger, or disease or death of his/her family member accompanying him/her on board the aircraft, as evidenced by medical documents. Cancellation may be recognized to be forced if the disease was unexpected and continued on the day of departure, subject to notice being served to the carrier before the end of the time allowed for passenger check-in for the flight indicated in the ticket. The aforementioned circumstances must be evidenced by a sick leave certificate or by any other original medical document issued by a duly licensed healthcare institution and containing the following mandatory details:
  • Name and seal of the healthcare institution to have issued the relevant medical document.
  • Date of issue of such document, full name and age of the passenger or his/her family member.
  • Full name, signature and seal of the doctor to have issued the medical document, and the effective period of such document.

Normally, the sooner you book the tickets, the cheaper will be the rate. However, we reserve the right to hold various special events accompanied by price reduction, which may involve the itinerary booked by you before such special event started. Introduction of lower rates in connection with a special event does not entitle you for the refund of the difference between the original booking price paid by you and the reduced price offered in connection with a special event.

You ticket includes two flight segments: outbound and inbound. According to the air carrier’s rules, in the event where you did not use the first segment, the second segment is cancelled.

According to the rules regulating the procedure for submitting the documents for refund, in case of a forced cancellation of air travel on air carrier’s flights by passenger, passenger’s cancellation of air travel shall be deemed to be forced if caused by the following circumstances:

• cancellation or delay of the flight indicated in the ticket;
• change of the itinerary by the air carrier;
• operation of flight other than according to the schedule;
• failed departure of passenger due to impossibility to allocate seat for the flight and date indicated in the ticket;
• sudden disease of the passenger, or disease or death of his/her family member accompanying him/her on board the aircraft, as evidenced by medical documents.

In order to apply to the air carrier for refund due to a forced cancellation of air travel by passenger, passenger should proceed as follows:

A) In the event where a forced cancellation of air travel by passenger is effected directly at the airport of departure due to cancellation or delay of his/her flight or change of the itinerary or operation of flight other than according to the schedule or failure of the air carrier to provide passenger with seat on the flight and date indicated in the ticket, passenger should proceed as follows:

before the end of the check-in for passenger’s flight, contact the air carrier’s cash desk personnel at the airport of departure in order to arrange for forced cancellation of air travel and for refund of the money paid by passenger for such travel, and produce the identification document containing the same details that were indicated by passenger for conclusion of the air travel contract.

B) In the event where a forced cancellation of air travel by passenger is effected due to cancellation or delay of his/her flight or change of the itinerary or operation of flight other than according to the schedule while passenger was notified thereof beforehand by telephone or by e-mail, passenger should proceed as follows:

notify the air carrier’s Call Centre operator about cancellation of passenger’s air travel immediately during the talk with the operator, or, notify the air carrier about forced cancellation of air travel before the end of the check-in for passenger’s flight in a way suggested in the information letter that was sent to passenger by e-mail, or through a Call Centre operator during the telephone talk.

Subject to fulfilment, by passenger, of all the conditions indicated in paragraphs A and/or B, the passenger will be offered one of the following methods of refund:

• refund of the relevant amount in cash (subject to availability of the required amount at the relevant cash desk),
• refund of the relevant amount by cashless transfer to the bank card or to the payment system that was used for conclusion of the relevant air travel contract.

In exceptional cases, where none of the aforementioned methods of refund can be used for any reason, passenger will have the right to send a Claim for refund with the «Forced cancellation» indication by e-mail at ns-booking-test.newshore.es within ninety (90) calendar days from the forced cancellation of air travel for the said reasons. The said Claim for refund shall be sent complete with the following documents:

• a scanned copy of the identification document;
• a scanned copy of the document duly evidencing that the forced cancellation of air travel was done in good time.

In this case, the time period for refund of money to the passenger shall be thirty (30) calendar days from air carrier’s receipt of applicable request. The notification of passenger’s forced cancellation of air travel due to the aforementioned circumstances shall be submitted to the air carrier’s cash desk for the purposes of booking cancellation and putting the note on the application letter before the end of check-in for the relevant flight personally by the passenger for whom such travel had been booked and paid, or by his/her authorised representative acting under a notarised Power of Attorney, or shall be sent by e-mail at ns-booking-test.newshore.es at least 24 hours prior to the flight departure.

For the purpose of cancellation of the booking and putting the relevant note on the application letter about forced cancellation of air travel by passenger, the following documents shall be attached to the application letter delivered to the air carrier’s cash desk personnel:

• original identification document of passenger;
• original or notarised copy of the document supporting the forced nature of air travel cancellation;
• booking number and itinerary receipt.

In the event where passenger fails to produce all or any one of the aforementioned documents while filing the application letter to the air carrier’s cash desk, the air carrier shall not be deemed to have been duly notified of the forced cancellation of air travel by passenger, and it will be impossible to cancel the relevant booking.

Passenger shall retain the original notification with the note of seat cancellation.

Afterwards, within ninety (90) calendar days from the forced cancellation of air travel by passenger for the said reasons, the passenger shall e-mail at ns-booking-test.newshore.es the Claim for Refund with the «Forced cancellation» indication and the note of seat cancellation, and shall attach the following documents:

• a copy of identification document;
• itinerary receipt;
• original or notarised copy of the document supporting the forced nature of air travel cancellation.

Passenger’s request shall indicate the preferred method of refund.

In the event where cancellation of air travel by passenger was caused by a sudden disease of passenger or disease of his/her family member accompanying him/her on board the aircraft, the aforementioned circumstances must be supported by a notarised copy of sick leave certificate (approved by Order of the Russian Ministry of Healthcare and Social Development No. 347н of 26 April 2011), issued by a duly licensed healthcare institution and containing information (notes) about, or other references to, the existence of medical counterindication to flying on board the aircraft with such type of disease. The said document shall be sent to the air carrier’s postal address: 22nd km, Kievskoe Highway, Bld. 4, Moskovsky settlement, Moscow, 142784 Russia.

In the event where cancellation of air travel by passenger was caused by death of passenger or death of his/her family member accompanying him/her on board the aircraft, the said circumstances must be supported by a notarised copy of the death certificate.

The air carrier shall not be held liable for passenger’s failure to comply with these Rules, including, but not limited to, passenger’s failure to observe the requirements concerning forced cancellation of air travel by passenger and submittal of similar applications (requests) by fax, e-mail, verbally, etc.

The air carrier shall not be held liable for failure to comply with the time limits for refund established by the current Russian legislation and the terms and conditions of these Rules, if the air carrier has not received all or any of the above-said documents and data to be attached to such application.

Passenger shall be responsible for providing correct and full information requested by air carrier for the purpose of refund.

We make our best efforts to protect personal data in line with the Russian legal regulations, including taking reasonable technical security actions for safe storage and protection of your personal data from unauthorised access, utilisation, tampering or unauthorised deletion. We pay special attention to the safe transmission of personal and financial data. This data is transmitted from your computer to the booking server through encrypted channels using the state-of-the-art Secure Socket Layer (SSL) technology. Besides, we offer the latest online security service for VISA and MasterCard cardholders. «Verified by VISA» and «MasterCard Secure Code» schemes let you register an additional password for your credit card. This will help prevent unauthorised purchases with your credit card, which means that you can buy online with added security and reliability of transactions.

User account is a convenient service. Using your personal account, you can:

• save your details for a faster booking,
• see all your bookings and history of flights at a single location,
• add services and make changes to the booking.

You can create your personal account by completing registration at the website or during the booking process: simply confirm creation of your personal account and follow the directions received by e-mail.

Use the password recovery service: simply enter the e-mail address that was indicated during registration and follow the directions that we will send you by e-mail.

E-mail address is unique for each user, so you have to use two different addresses.

You can add baggage and other services to the already paid for booking using the Manage Booking or User Account sections.

The Manage Booking is the service using which, after you have indicated the e-mail address that was entered during the booking and the confirmation code, you can:

• see, print out and send your itinerary receipt by e-mail;
• add to the booking, and immediately pay for, extra services such as baggage, a particular seat in the cabin and insurance for the period of flight;
• perform online check-in;
• change the dates and direction of flight;
• cancel flight.

Once your personal account is created, you can see and manage all of your bookings at a single location for an easy and convenient management process. Besides, we will save your details, and you will no longer need to enter them manually every time.

If you have found an error at our website, please make a screenshot and send it at ns-booking-test.newshore.es. You are kindly requested to describe in detail the sequence of steps leading to such an error. We thank you in advance for your efforts to improve our website.

The time limit for making a booking is 30 minutes. After that, the system logs you off automatically. If this message occurs at the end of the booking process, please contact our Call Centre so that we could check if the booking was completed.

This may happen if you opened the booking website in several browser windows or in different browsers at a time. If you change anything in one window, it may impact another booking opened in another window. In order to avoid this situation, please do not open the booking website in several browser windows at a time.

In any case, before you make payment you can see (on the bank card data entrance page or on the payment terminal display) information about the dates and itinerary of the booking are going to pay for. Always carefully check that the dates and itinerary of the booking are correct before you pay.

To save time at the airport, you can check-in online on our website ns-booking-test.newshore.es.

Time

• Online check-in for passengers departing from Moscow opens 24 hours and ends 40 minutes before departure.
• Online check-in for passengers departing from St. Petersburg by domestic flights opens 24 hours and ends 2 hours before departure.
• Online check-in for passengers departing from airports in foreign countries opens 24 hours and ends 4 hours before departure.

Check-in procedure
To register for the flight online, the passenger must proceed to ns-booking-test.newshore.es website in the target="_blank">Online check-in section, print out the boarding pass and take it to the airport.

When departing from airports in foreign countries, both printed boarding passes and saved electronic images of boarding passes on a mobile device are accepted for service. When departing from Antalya Airport, only printed boarding passes are accepted for service.

If a passenger departing to Russia on an international flight is not a Russian citizen using the online check-in service, he needs to be at least 40 minutes before the flights departure (when departing from Karlovy Vary, Leipzig, Istanbul (Ataturk and Sabiha Gokcen International Airport), Eindhoven, Berlin (Tegel), Milan (Bergamo), Cagliari and Genoa 60 minutes before departure) go to the check-in counter at the airport of departure to control visa compliance.

If you are traveling with baggage, contact the baggage claim at the airport, but no later than 40 minutes before departure (when departing from Karlovy Vary, Leipzig, Istanbul, Berlin (Tegel), Eindhoven, Cagliari and Genoa 60 minutes before departure).

Check-in service fee:
Since 29.10.2018 at foreign airports of the route network of Newshore Airlines, a check-in fee is charged in the amount of 25 Euros per departing passenger.

Airport check-in starts 2 hours before departure, we ask you to plan your time and arrive in advance. In addition, we ask you to carefully read the baggage allowance rules.

At the Russian airports of the route network of Newshore Airlines, the check-in fee is not charged.

You can add your luggage to the booking using the User Account and Manage Booking sections, or via the Call Centre. You can also pay extra fee for extra baggage at the cash desk of the airport of departure, but the rate in this case will be higher.

The rates for these services can be found in the Fares and conditions section.

You can pay for extra baggage at the cash desk or in self-service kiosk at the airport of departure. The rates for extra baggage can be found in the Rates and conditions section.

You may carry non-hazardous liquids, gels or aerosols in the cabin, provided that each of such items is packed in the primary packaging of not more than 100 ml and they all are packed in the common secondary packaging in the form of safely sealed transparent plastic bag, measuring 20×20 cm. Total volume of such liquids shall not exceed 1L.

Passenger may take to the cabin only one such bag with liquids.

Rules of examination and limitations on carriage of liquids as cabin baggage:

• the bag with liquids shall be produced for examination at the airport security check area separately from the rest of the cabin baggage,
• no liquids packed in the primary packaging of more than 100 ml are allowed for carriage in the cabin even if such packaging is not filled to full capacity,
• at the security check area you will be requested to dispose of all packages with liquids that do not meet the above-said requirements and limitations.

You may carry electronic cigarettes in the cabin (in your cabin baggage) only. It is prohibited to smoke electronic cigarettes while on board. It is prohibited to carry electronic cigarettes in the checked-in baggage.

You are required to report your intention to carry any of the above-listed items during the booking process by contacting our Call Centre. Carriage of such items is always subject to consent of the air carrier.

If you are going to carry a musical instrument whose size and weight exceed the parameters permitted for carriage in the cabin, you are required to book and pay for an extra seat. To do this, please contact our Call Centre.

Carriage of sports equipment is subject to an extra fee. Any sports equipment shall be indicated and paid for during the booking process. Any damaged, fragile, bulky, inadequately packed, late check-in or oversize baggage will only be accepted for carriage with a «Limited Liability» tag, and the air carrier will not be held liable in connection with such items.

Checked-in luggage shall not contain any medicines. However, you are allowed to carry in your cabin luggage the medicines that you may need during flight. Please read safety regulations for carrying liquids on board.

You can carry pets in the cabin for a fee. Pets include cats, dogs, ferrets and birds. Pets shall be carried in a box or in a cage. Pets shall not be carried in the baggage hold.

Size of the box shall not exceed 46×28×22 cm, and gross weight of the box with pet shall not exceed 8 kg. Only a limited number of pets are allowed in the cabin.

To carry a pet, you should have a veterinary passport and a health certificate with notes about vaccinations administered.

Upon arrival at the airport you should report damaged baggage at the lost baggage desk or at the baggage claim desk. You should also complete the damaged baggage report form before you leave the baggage claim area. Upon completion of the report form you will be given further instructions.

Upon arrival at the airport you should report lost baggage at the lost baggage desk or at the baggage claim desk. You should also complete the lost baggage report form before you leave the baggage claim area. Upon completion of the report form, the lost luggage will be assigned the reference number. Use this number for tracking your baggage. You will also be given further instructions at the desk.

Employee at the check-in desk will ask you to produce your identification documents. In some cases you may also be requested to show other documents required by law. Your checked-in luggage will be weighed and sent to the baggage hold of the aircraft. Here you will also get your boarding pass.

After your checked baggage is weighed and sent to the luggage compartment of the aircraft, you will receive a boarding pass.

Online check-in starts 24 hours before departure. Check-in for the flight at the airport begins not later than 2 hours before the scheduled departure of the flight (at Vnukovo airport before 3 hours). You can check the start time of registration in the information service of the airport of departure.

At the airport, check-in for the flight ends strictly in 40 minutes, and at the airports of Karlovy Vary, Leipzig, Istanbul (Ataturk and Sabiha Gokcen International Airport), Eindhoven, Berlin (Tegel), Milan (Bergamo), Cagliari and Genoa - 60 minutes before the departure time of the flight indicated in the itinerary-receipt. Delayed flight does not extend the end of check-in.

Online check-in for flights ends 4 hours before departure.

In order to check in, passenger is required to produce a valid document proving the passenger’s identity. It should be the document that was indicated in the booking

For online check-in you must enter the reservation code (6 characters), as well as the e-mail address specified during ticket issuance, or the ticket number (13 digits).

You do not need your itinerary receipt for check-in and boarding, but it is recommended to have a printed version to be on the safe side.

Please check that your booking is exactly for this date and for this flight.

Contact the cash desk or the Call Centre to check the status of your payment and booking. If your booking has a debt, pay the debt at the airport cash desk.

If payment for the booking was made less than 4 hours before departure, please contact Newshore representative at the airport.

Passengers flying with babies can go through the check-in procedure both at the airport check-in desk and online.

When departing from airports of foreign countries, the fee for the check-in service on international flights is not applicable for children under two years of age (boarding pass for a child is printed for free).

At the gate, the passenger must present boarding passes for both the infant and the accompanying passenger.

Unaccompanied children are registered for the flight only at the check-in counter at the airport of departure (the service is provided free of charge).

Online check-in for this category of clients is not available, as the accompanying documents for the transportation of an unaccompanied child are issued at the check-in counter at the airport of departure.

No. But anyway we recommend you go through the online check-in for the flight yourself. It will save your time. Be sure to print the boarding pass in order not to pay the fee at the airport.

At the Russian airports of the route network of Newshore Airlines, the registration fee is not charged.

Boarding normally ends 25 minutes before departure. In any case, passenger shall arrive at the boarding gate not later than the boarding end time indicated in the boarding pass or announced by applicable services at the airport of departure.

For your convenience, the distribution by bus for further delivery aboard the aircraft takes place in rows: the first bus invites customers who take places from 1 to 16 row, in the second - from 17 to 32 row. Be sure to check your boarding so that you do not have to push through the entire plane to take your seat.

If you check in at the check-in desk at the airport, then you need to keep the issued boarding pass until the end of the flight, as well as present the identity document at the departure gate according to which the check-in was carried out.

If you are registered online, you need to either print out the electronic boarding pass sent to your email and keep it with you until the end of the flight, or keep an electronic image of the boarding pass on your mobile device and use it to complete the pre-flight formalities at the airport. In this case, you are responsible for the performance and health of mobile devices until the end of the landing on board the aircraft. When departing from Antalya Airport, printed boarding pass is required.

If late for check-in (boarding), passenger will be deprived of his/her right for air travel irrespective of the reasons for being late. Payment for air travel will not be refunded.

For re-issue of air ticket in line with the Rate Application Rules, contact the cash desk at the airport of departure.

Yes, we are pleased to offer you seats with extra legroom near emergency exits. This is a paid service. Or, you can choose any preferred seat in the cabin, such as front rows close to the exit, near the window or near the aisle—anything you like. You can choose the seats during the booking process or add the service to the already paid-for booking using the User Account and Manage My Booking sections.

Please note that safety regulations require that seats near emergency exits shall not be offered to passengers under 18 years old, pregnant women and limited-excursion passengers.

Smoking on board Newshore aircrafts is strictly prohibited.

You can drink alcoholic beverages, but only those bought during the flight.

During flight, all electronic devices shall be switched off or used in the «aircraft» mode.

Yes, this is true. Seat backs do not recline so as to avoid inconveniences to passengers in the next row and to reduce operating costs.

To make a reservation of an extra seat, you need to contact the call center or an agent at the airport. Booking this service on the site is not available.

Infants under 2 years old may fly free of charge, in the accompanying adult’s lap. Оne adult is permitted to accompany not more than one infant. Infant can be registered during the booking process online or via the Call Centre, provided that infant is under 2 year old both on the date of departure and on the date of return. Should the infant turn 2 years old in the period between the date of departure and the date of return, separate bookings will have to be made for the outbound flight and for the return flight.

Children of over 12 years old may travel alone if their seat is booked as an adult passenger.

For children from 5 to 12 years old we offer additional chargeable service—transportation of unaccompanied children.

You can book and pay for the child escort service at the website while booking the ticket.

Please contact our Call Centre for assistance.

Infants under 2 years old are not entitled to any luggage allowance except for a pushchair, foldable baby carriage, or an infant car seat, which may be carried for free. Please note that all prams and pushchairs shall be handed over for carriage in the baggage hold. These will be carried free of charge if the itinerary includes an infant. However, if no infant or child is travelling, these items will be carried for an extra fee

Only one pushchair / foldable baby carriage / infant car seat per infant can be carried in the baggage hold free of charge.

Pregnant women may not travel after the 36th week of pregnancy (or after 32th week in case of multiple pregnancy). If after the 28th week of pregnancy, women are permitted to travel if only they produce a medical certificate stating their fitness for air travel. Should this be the case, the air carrier does not assume liability for any potential adverse impacts on the pregnant woman and/or the unborn child.

Wheelchair users requiring assistance must advise the Call Centre at the time of booking. Wheelchairs weighing more than 60 kg (excluding the battery) or wheelchairs powered by electrochemical cell or open-type battery are not accepted for travel.

Wheelchair is carried free of charge if only the wheelchair user is on board.

If the passenger requiring assistance had communicated this during the booking process, our ground service personnel will be notified and will act accordingly. Please go to the check-in desk as early as possible where our personnel will provide the required assistance.

For safety reasons we do not provide portable oxygen cylinders and do not allow carrying and using portable oxygen cylinders in the passenger compartment.

Claims shall be issued in writing and sent at 22nd km, Kievskoe Highway, Bld. 4, Moskovsky settlement, Moscow, 108811 Russia.